I had service from Netscape years before for about a year and did not have a problem. I cancelled that service a few years ago but had recently decided to resign up. Only until recently had problems of theft and poor service begun.
I decided to try Netscape Internet services because they offered the 1 month free trial. After the first month I was told I would be charged 9.95 if I did not cancel the service before then. I was required to give my debit card information over the phone to the company in order to sign up for the free trial (ironic).
Upon signing up for the FREE TRIAL (August 30th), I was billed 6.95 within the first 24 hours of having the service. The Internet service did not work for most of the night I attempted to use it. Aside from that, the service plan I agreed to was totally different (6.95/mo for 12 month deal?). All I wanted was a free month trial.
That following Monday (because the service was closed over the weekend), I called to cancel my service because from the beginning, there was neglect. At the end of the call, I was told that my service was cancelled and given a confromation number (I do not know where I have that now. I thought it was cancelled so I didn't feel the need to keep it on hand).
The next month (October-ish), I had an overdraft of $79.00. I couldn't figure out why. I didn't remember going over, but I did realize that my balance was low.
I found out soon that I was charged 9.95 and mailed several letters from Netscape saying how I was a member of the service and would be billed each month from now on. I was overdrafted 79.00 because Netscape took the money out even though I cancelled my service over the phone (Sept. 2).
I didn't have the money to pay my phone bill because of that, so my phone service turned off for several weeks.
I called to cancel again and was told that I have not been member of Netscape since my time with Netscape before (around 2004?). I was told that there were no records of my 2007 service what-so-ever and was hung up on.
I figured that I just lost money for that one month and it wouldn't happen again, so I didn't persue the issue. I was never given a comfromation number for that phone call because according to that representative I have not been a member at all this year and havent been for years.
I was reasured that my service had been cancelled and the representative was very rude in saying this as he hung up on me. I thought it was over none-the-less, but I was wrong.
December 3rd: I check my bank account balance. It states less money than I remember spending. I check the statements and call the bank and was told that netscape has been taking 9.95 out of my account on the 1st of ever month for months!
I was so upset because I have payments to make with other bills that I DID actually sign up for and agree to longterm.
I called and cancelled for the third time! This time I was so upset and demanded a refund of my money that was taken as well as bad service compensation. I was given neither and was hung up on several times by rude supervisor (s) and manager (s) (of whom I think are all the same person, just gave me different names each time—sounded the same).
I was given faulty reasons why I could not be refunded (saying things like: "you can make this a legal matter but we have evidence that you wanted to continue your service because the computer says you said that"—even though I did not say that at all! I wanted the service cancelled from day 1 and was robbed from without me even realizing until months later!)
Their customer service was neglecting and VERY RUDE! They turned off the reprentative services twice today from anyone calling (even my friend tried to use the service but the automated service said Netscape was closed even thought they weren't. Five minuts later, they were answering again. Because I kept calling back after their rude hang ups or the supervisor not answering his phone at all!
They wont give me info on a higher head to contact. He didnt even address my questions at all (saying the only the same phrase over and over despite the question having absolutely NOTHING to do with it—i.E. "I'm sorry" "I'm sorry" "I'm sorry" and nothing else but that).
I'm so hurt by this experience. I feel totally mislead, neglected, ignored (literally) and ultimately ROBBED!!! The fact that they have access to my account is scary enough!
I don't even know if they really cancelled this time. And I'm scared they might just try and keep taking money every month regardless. This is all so emotionally unnerving. They tell me I'm in legal bounding, but that was never the advertisement. I don't understand why a company would do this and feel that it is okay.
If anyone can help me with this issue I'd be forever grateful. ALL I WANT IS JUSTICE! Netscape is wrong. Who do I contact for help? What do I do?
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